Quality Assurance Analyst - Senior

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

The Quality Assurance Analyst - Senior is effectively responsible for executing quality control procedures for various functions and overseeing all day-to-day efforts of documenting errors found, providing feedback to agents, creating/following up coaching procedures, and analyzing findings and standard deviations that need to be addressed to improve the customer experience and reduce errors and rework for these functions.

What you’ll do

• Execute the quality control procedure according to the quality framework defined for this business

• Assist, coach and provide feedback to improve and avoid any procedural and legislative errors or breaches which may have adverse effects towards the company as a whole.

• Provide support to Client Experience (CX) Agent in relation to all processes.

• Document errors found and act upon these findings to have a positive impact on customer experience in conjunction with the Ops leader based on CSAT or other operative metrics.

• Identify gaps in the overall operative process to proactively report them to the BU + training in order to strengthen the documentation.

• Provide feedback and/or coaching to stakeholders leveraging available resources to close gaps found and following the documentation requirements to sustain internal audits by regulators (where applicable)

• Analyze findings and trends and the root cause of the standard deviations found and CSAT from the business supported.

• Focus efforts in improving customer experience by reducing errors and rework

• Take ownership of escalations/special requests to ensure all complaints or disputes are resolved in a timely manner.

What experience you need

• Bilingual English B2+ level, Spoken and written

• Minimum 11th Grade High School Diploma

• Intermediate knowledge of Google Sheets and Slides

• 1 year of experience on overall Onboarding procedures (Credentialing and Re-Credentialing)

• KPIs needed:

-AHT < seg

-CSAT > 95%

-CES > 85%

-Manual ACW < 5%

-Quality > 90%

-Adherence > 90%

What could set you apart

• Knowledge of Quality procedures is a plus

• Student of Industry engineering, computer sciences, data analysis or any other college career related to processes is a plus

• Knowledge of Looker Studio is a plus.

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.